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A Connected Monitoring Toolchain for User Enablement. Best Practices with David Eagle of Pacific Life

How does xMatters fit in a monitoring toolchain that supports user enablement? Find out how the tool can be integrated to give your users control over your whole monitoring stack, from alert thresholding to issue resolution, and notification audit trail. Learn from David Eagle, Manager of Enterprise Monitoring of Pacific Life as he shares his best practices for a connected toolchain for user enablement.

A Connected Monitoring Toolchain for User Enablement. Best Practices with David Eagle of Pacific Life

1.
A Connected Monitoring
Toolchain for User Enablement
David Eagle, Pacific Life

2.
About Me
Progression through IT
Started at 16 doing desktop support
Leadership for 12 years
Father of three

3.
Who is Pacific Life
Pacific Life is all about helping its clients
achieve their financial goals
With 150 years of
industry
experience
individuals
families
businesses
As an independent company,
it focuses on long-term strategies,
its financial strength, and its ability to make
decisions that benefit its clients and policyholders
have been entrusting their financial future in the company’s
hands
Main offices
California
home office
Toronto
Virginia
Nebraska
Dublin

10.
• Automate Group Provisioning for both Access (user groups) and Scope (systems groups)
• Provide users sufficient access to do any work they need on systems they own
(This calls for a mindset change! We no longer own operational responsibility for these systems!)
Empowering users at every level of
the toolchain

11.
• Custom Roles can be created for each division, organization, team,
etc
Create effective RBAC in xMatters through
custom roles
• Define how members of this role may act upon other members of
the role

12.
• Define how members of this role may act upon members of other
roles
Customizing Roles

13.
• Creating a role and assigning its capabilities relative to other roles is
only one piece of the puzzle
Customizing Roles - Functions

14.
• A role contains a group of Functions
Customizing Roles - Functions

15.
• Each role can carry any number of Permissions, Permissions define
basic capabilities that you want the role to have, such as the ability to
view the “Groups” screen
Customizing Roles - Function Details

17.
• Organizations should create
systems which prioritize
personal and team
responsibility
• The Group Supervisor is the
most important person in
your notification chain
Managing
Escalation
Groups

18.
• Train Super Users and turning them into Advocates
• Demonstrate the value of the Audit Trail as a tool for focusing Engineer Accountability
Additional Keys to Success

19.
• Mindset changes are very difficult, engineers have been
rewarded for decades, for a set of behaviors that are now
counter-productive
• Leading people through these mindset changes will be more
challenging than the technical changes
• People need to feel Safe, Challenged, and understand the
benefit to them
The Biggest Challenges are non-technical

20.
• Integrations will continue to increase in priority
• Users want: Speed of delivery, robust capabilities, clear implementation instructions
• Developing user expertise depends on deep tool owner expertise
• Integration and Delivery integrity become critical, how will we watch these systems?
• Shift left doesn’t mean we get to quit our day jobs, they’re just becoming more complex
Where are we going next?

21.
A Connected Monitoring
Toolchain for User Enablement
David Eagle, Pacific Life
THANK YOU